Terms of service

Last updated 1 October 2026

These terms are between you and Xypno Business Solutions Ltd (“we”, “us”), which runs Intercom Chat. By creating a workspace, accepting an invitation or signing in, you agree to them. If you are accepting on behalf of an organisation, you confirm you are allowed to bind it.

1. Workspaces and who is responsible for what

A workspace belongs to the organisation that created it. Whoever creates it becomes its Owner and decides who is invited, which roles people hold, which plan is bought, and what happens to the workspace. Owners and Admins can see and manage things their role allows. Direct messages between people cannot be read by administrators, and our own staff do not read workspace content except where you ask us to help with a problem or the law requires it.

If you use a workspace set up by your employer or another organisation, that organisation controls it and its rules apply to you in addition to these terms.

2. Your account

Give accurate details and keep your sign-in secure. You are responsible for what happens under your account. Tell us promptly at support@intercomchat.com if you think it has been used without your permission. Do not share a password or sign in as someone else.

3. Guests

An Owner or Admin may invite people from outside the organisation as guests into chosen channels. The inviting organisation is responsible for who it invites and for what guests can see in those channels. A guest sees only the channels they were added to.

4. Your content

Messages, files, canvases and everything else you put into a workspace (“content”) belong to you or your organisation. You give us only the permission we need to store it, back it up, display it to the people you chose, process it to provide the features you use, and delete it when you ask. You are responsible for your content and for having the right to share it.

5. Acceptable use

You agree not to:

• break the law, or use the service to harass, threaten, defraud or harm anyone;
• upload malware, or try to disrupt, overload or probe the service for weaknesses without our permission;
• try to reach another workspace’s data, or features your role or plan does not allow;
• bypass limits, or use automated means to create accounts or send messages in bulk;
• use the service to build a competing product, or resell it, without our written agreement.

If you find a security problem, please tell us at support@intercomchat.com before telling anyone else.

6. AI features

Some plans include AI features such as recaps, summaries, a personal assistant and the help assistant. They send the text they need to an AI provider to produce an answer, and only ever use content the person asking can already open. They can be wrong, so check anything important. They cannot post, delete or change anything on their own, and they are not a substitute for professional advice. A workspace’s plan sets how much AI it can use each month.

7. Apps and other services

Owners and Admins can connect other tools to a workspace, for example through incoming webhooks or an identity provider. Those services are not ours, they have their own terms, and connecting one is the workspace’s decision and responsibility.

Sharing a channel with another company. An Owner or Admin can share a channel with another company that uses Intercom Chat. What people write in a shared channel is copied, as text, to the other company, under the sender’s name and company, and the other company decides who on its side can read it. Each company is responsible for its own people and for what it posts there. Either company can stop sharing at any time; what has already been copied stays with the company that received it, and we are not responsible for how the other company uses it.

8. Plans, payment and taxes

• Intercom Chat has a Free plan and paid plans. A paid plan is charged per user per month. A user is an active member; guests are free, and members you deactivate stop counting.
• The number of users follows your headcount. When it changes, or you change plan, the difference is prorated on your next invoice.
• Subscriptions renew every month until cancelled. You can cancel at any time from the billing page; the plan then runs to the end of the period already paid for. Amounts already paid for a period that has started are not refunded, except where the law says otherwise.
• Prices are shown before tax. You are responsible for any VAT or sales tax that applies, and we may ask for a tax number.
• Payments are handled by third-party payment providers. We do not see or store full card details.
• Ways to pay. A workspace pays by card (through Stripe), by PayPal, or in cryptocurrency (Bitcoin or USDT, where offered). Card and PayPal subscriptions renew automatically. A cryptocurrency payment buys a fixed period (1, 3 or 12 months) and does not renew by itself: we email the Owner before it ends, and the workspace returns to the Free plan if it is not renewed. Send exactly the amount shown, on the network shown, to the address shown; funds sent on a different network or to a wrong address cannot be recovered, and an amount that is too low is not credited. Network fees are paid by the sender, and a cryptocurrency payment is final once confirmed, so a refund (where one is due) is made at our choice by another method or in the same currency at the amount received.
• If people are added during a period paid in cryptocurrency, the workspace pays for the extra people, for the days that remain, through a top-up. A top-up does not extend the end date.
• A workspace uses one payment method at a time. To change method, cancel the current one first.
• We may change prices. We will tell the Owner by email at least 30 days before a change affects them, and you can cancel before it does.
• If a payment fails we will tell you and retry for a period before a workspace returns to the Free plan.

Keeping messages. An Owner or Admin can choose how long messages stay in conversations. Older messages are then moved automatically to the archive of deleted messages, where only an Owner or Admin can remove them permanently. This is the Customer’s choice and responsibility, including any legal duty to keep or delete records.

9. Free plan and limits

The Free plan is offered as is, with the limits shown in the product (for example how long message history is shown and how large files may be). Limits can differ between plans and we enforce them in the service itself. We may change or retire the Free plan with reasonable notice.

10. Privacy and data protection

Our privacy policy explains what we collect and why. For the content of a workspace, the organisation that runs the workspace decides what goes into it and we process it on that organisation’s behalf, as described there. If your organisation needs a separate data processing agreement, contact us.

11. Security

We protect the service with measures including per-workspace data separation enforced in the database, encryption in transit, hashed passwords, access logs for administrative reads and regular verified backups. No system is perfectly secure. If we learn of a breach affecting your content, we will tell the workspace Owner without undue delay.

12. Availability and support

We work to keep the service running and to fix problems quickly, but we do not promise it will always be available or free of errors, and we may need to take it offline for maintenance. Support is by email at support@intercomchat.com.

13. Ending the relationship

You can stop using Intercom Chat at any time. An Owner can delete a workspace from Admin, then Data & privacy; it can be restored for 30 days, after which it is permanently erased. A member can have their personal data erased by the Owner. Owners can also export a workspace’s data.

We may suspend or end access if these terms are seriously or repeatedly broken, if a payment is overdue after notice, or if the law requires it. Where we reasonably can, we will warn you first and give you the chance to export your data.

14. Our rights

We own the service, its software and its design. These terms give you the right to use it, not to own it or copy it. If you send us feedback or ideas, we may use them without obligation to you.

15. Warranties and liability

The service is provided “as is”. To the extent the law allows, we exclude all implied warranties and are not liable for indirect or consequential losses, lost profit or lost data beyond what we have backed up. Our total liability for anything arising from the service is limited to what you paid us in the 12 months before the claim (or, for the Free plan, to a hundred euro). Nothing in these terms limits liability that cannot lawfully be limited, including for fraud or death or personal injury caused by negligence, or your rights as a consumer.

16. Changes to these terms

We may update these terms. If a change matters, we will tell workspace Owners by email before it takes effect. Using the service after that means you accept the new terms; if you do not, you can stop using it and export your data.

17. Law and disputes

These terms are governed by the law of the country where Xypno Business Solutions Ltd is registered, and its courts have jurisdiction, without taking away any rights you have as a consumer under the law of the place where you live. Please contact us first so we can try to fix a problem informally.

18. Contact

Xypno Business Solutions Ltd — support@intercomchat.com.

Xypno Business Solutions Ltd. Questions? Email support@intercomchat.com.